Close ticket as duplicate

[sunny13]

Is there any OOB functionality available to close the ticket as"Duplicate"?

I want to have a feature to close my tickets (incidents/tasks) as duplicate , please share your thoughts

[Michael Fry1]

If you're using Close Codes you can add one that is Duplicate. If you're using Parent/Child, you can relate duplicate to Parent and let it close when Parent closes.

[sunny13]

Hey thank Michael

[mike_donathan]

There isn't functionality to do that OOTB, but you can easily create a UI Action do do this:

current.incident_state == X; //where X is your desired state. If you have one for closed - duplicate, you can use that, or just set it to Closed (7 by default)
current.comments = "This incident has been closed as a duplicate of another incident";
current.update();

Now, this is a VERY basic approach, but you can make it as simple or complex as you'd like. You can control the visibility of the UI Action via the condition field (only available to certain users, or when the incident is in a certain state). If you want to get even more fancy, you can always do a GlideDialogWindow to pop up fields that need to be filled in when the record is being closed as a duplicate (such as a reference to the record that the duplicate is...duplicating), or custom comments that need to be added to the record.

[sunny13]

Hey MIke,

thanks a ton !!!

Between can i use the same UI action method for task ?? i guessi have to deal with some workflows to achieve the same feature in Task.